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--Michael E. Porter, Bishop William Lawrence University Professor, Harvard University
"Rayport and Jaworski vividly capture the unfolding dynamic reconfiguration of the service interface between customers and providers. Their book provides executives with valuable and unique guidance in balancing the irreplaceable aspects of human beings and the functionality of emerging technologies."
--Gary W. Loveman, CEO, Harrahs Entertainment
"Increasing service productivity through front-office reengineering is the challenge of the decade. Rayport and Jaworski's guide to this frontier is precise, pragmatic, and highly readable. Get it before your competitors do."
--Michael Hammer, coauthor of Reengineering the Corporation
"This book is absolutely essential reading. Its ideas are provocative and actionable, deeply thought out and clearly expressed, and as much fun to read as they are important to consider."
--Gerald Zaltman, author, How Customers Think and Joseph C. Wilson Professor of Business Administration, Emeritus, Harvard Business School
"Are you wondering whether information technology matters? Of course IT does. Rayport and Jaworski make the case anew and in spades with their revelations on front-office reengineering and its impacts on service productivity."
--Bob Metcalfe, Ethernet inventor and founder, 3Com Corp.
"Deploying people and new technology in the service of customers without reading this book is like going on a trip to a new destination without a road map."
--James L. Heskett, Baker Foundation Professor, Graduate School of Business Administration, Harvard University
"This book is a milestone and required reading for everyone dealing with the service sectornot only for marketers but, above all, for senior managers of service-driven organizations."
--Peter Lorange, President and Nestlé Professor of Strategy, IMD
"How do you put people and technology together seamlessly to drive down costs and improve the quality of services? Best Face Forward is a guide not only to leading the new service economies to greater productivity and greater growth, but also to seeing what our future will be."
--Peter Schwartz, Cofounder and Chairman, Global Business Network
Rayport and Jaworski make a strong case for an integrated approach to managing customer touchpoints. Read morePublished on April 20, 2005 by Ajay Kohli
This book is valuable not only for the examples and points the authors make, but also for the way it triggers ideas about one's own organization. Read morePublished on April 8, 2005 by Katherine J.
I found this book compelling and actionable. The stories - which are drawn from a wide range of examples and not just the usual suspects that seem to appear in every book these... Read morePublished on February 3, 2005 by Rafi Mohammed
This book captures the essence of what organizations need to do today to help improve their relationships with their customers. Read morePublished on February 3, 2005 by Samantha W